Investors
Investment case

Key performance indicators

Our key performance indicators (KPIs), reported on every year, are listed below and are also available in our Annual Report and Accounts.

Site Managers with a clipboard on a development
KPI  2021  2020 2019
 Customers and communities
Customer satisfaction
8-week score ‘Would you recommend?’
92%  92%  89%
Customer satisfaction
9-month score ‘Would you recommend?’
79%  78%  77%
 Build quality
Construction Quality Review (average score / 6)            
4.67  4.45  4.13
Average reportable items per inspection
0.26   0.24  0.28
 Optimising our strong landbank
Strategically sourced completions
50%  55%  56%
Land cost as % of average selling price on approvals
16.1%  18.3%  16.2%
Landbank years c.61  c.8.1  c.4.8
 Employer of choice in our industry
Voluntary employee turnover 19.0%  9.4%  12.9%
Number recruited into early talent programmes
105  47  116

Directly employed key trades people including trade apprentices             

743  1,038  1,169
Health and Safety Annual Injury Incidence Rate
(per 100,000 employees and contractors)

214  151  156
 Best in class efficient engine room
Net private sales rate
0.91  0.76  0.96
Private legal completions per outlet
51.0  31.5 48.2 
Order book volume
10,009  10,685  9,725
Order book value £2550m  £2,684m  £2,176m